Manager, Customer Success

About Our Client

Our client is defining observability and raising expectations of what developer tools can do! The organization works with well-known companies across various industries, enhancing the impact of its services. With recent Series D funding, scaling past 200 employees, and recognition as one of America’s Best Startups by Forbes in 2022 and 2023, this is an exciting time in the company’s trajectory. If you want to learn more about the company’s journey, please explore their blog posts and press releases.

The team is a talented, passionate, and inclusive group, driven by the desire to make an impact. The organization values conviction, responsibility, and inclusion. It is a place where individuals are empowered to do what they love, alongside a team of highly skilled, yet humble peers.

How They Work

Our client operates with a remote-first model, emphasizing that where you sit is less important than how you deliver. The organization invests in its people and cares deeply about alignment with its culture and processes. From day one, employees are entrusted with autonomy and accountability.

About the Team

You will join and lead a rapidly growing Customer Success team with a large customer base in the West region. The team is passionate about driving customer success and enhancing the impact of observability across diverse industries. You will lead the technical customer success management team in the Americas – West region, collaborating closely with other teams such as Support Engineering and Customer Architecture. Together, the goal is to build a cohesive team delivering exceptional value and service while scaling the presence and Customer Success program.

What You’ll Do in the Role:

Healthy and Inclusive Team Builder

– Proven ability to lead, mentor, and develop high-performing, diverse teams.

– Demonstrated experience in fostering a supportive team environment that encourages collaboration, respect, and open communication.

Strategic Thinking That Moves Mountains

– **Strategic Mindset**: Develop and implement customer success strategies that drive product adoption, retention, expansion, and satisfaction.

– **Builder**: Design and optimize scalable processes in a rapidly growing environment.

– **Data-Driven**: Use data and insights from performance metrics and KPIs to drive decision-making and achieve results.

Courageous Communicator and Motivator

– **Engage Effectively**: Communicate clearly with technical teams, executive audiences, and customers.

– **Handle Critical Issues**: Manage critical customer issues and escalations as a trusted escalation point.

– **Inspire Teams**: Motivate and inspire team members and stakeholders to work towards common goals.

Develops Self and Others

– **Commit to Continuous Learning**: Stay current with industry trends and technologies to effectively guide the team and customers.

– **Mentor Team Members**: Invest in the professional development of team members through mentorship and coaching.

– **Foster a Learning Culture**: Encourage continuous improvement and development of skills.

Think Like an Owner

– **Take Ownership**: Take responsibility for customer success strategies and their execution to meet business objectives.

– **Proactively Address Challenges**: Identify and address challenges proactively to ensure the success of the team.

– **Align with Company Goals**: Align team goals with company objectives and think holistically about long-term success.

What You’ll Bring to the Role

– **Experience**: Team building and leadership experience in Customer Success, Technical Account Management, or related roles within the SaaS or Enterprise software industry.

– **Leadership Skills**: Proven track record in building, leading, mentoring, and developing high-performing teams.

– **Strategic Mindset**: Strong ability to think strategically while managing day-to-day operations and connecting technical concepts with business outcomes.

– **Organizational Skills**: Ability to handle multiple priorities and projects simultaneously.

– **Process Orientation**: Understanding of the enterprise software subscription lifecycle and ability to develop processes in a scaling environment.

– **Communication Skills**: Excellent written and verbal communication skills, engaging both technical and executive audiences.

– **Data Savvy**: Experience with customer-facing and data analytics systems and the ability to derive new insights.

Base + Commission

On-target earnings (OTE) of $200,000 – $230,000, depending on experience.

– **Time to Recharge**: Unlimited PTO and paid sabbatical.

– **Remote-First**: A truly remote-first culture.

– **Home Office Support**: Stipend for home office, co-working spaces, and internet.

– **Benefits Coverage**: 100% employee coverage, 75% for dependents.

– **Paid Parental Leave**: Up to 16 weeks of paid leave for all paths to parenthood.

– **Annual Development Allowance**: Opportunities for personal and professional growth.